topic Broadband Switch Failing / Landline Number in Broadband

Broadband Switch Failing / Landline Number

user74194345 — Mon, 31 Mar 2025 18:34:32 GMT

Hi. Hoping someone can offer some advice / information...

Currently with NOW Broadband FTTC.

Signed up for Sky Full Fibre 150 and to keep existing landline number.

All went through ok but 1 minute later got a cancellation email and was advised to ring Sky.

Rang Sky who said they didn't know why it had happened and they put the order through again. 1 minute later, another cancel email. Rang them back and they said NOW were blocking the transfer and to speak to them.

Rang NOW who said they don't block anything but you can't keep your exisiting landline number when getting Sky Full Fibre and we'd need to go to another provider to keep the number.

Tried with BT and got another cancellation email (although next day rather than next minute!)

Help! Does anyone know what the truth is and what is going on? Everyone seems to blame someone else and I don't actually know what's technically possible / correct info re the landline transfer.

Thanks.

Re: Broadband Switch Failing / Landline Number

Chrisee — Tue, 01 Apr 2025 07:06:44 GMT

@user74194345 as far as we have been told you can transfer a phone number from a Now service to Sky. It didn't used to be possible but since last autumn it has been as this is a comparatively rare move the agent you spoke to was not aware of the change.

More concerning is why the order is being cancelled as that indicates an issue. One explanation would be if you are in arrears with Now but assuming that isnt the case it is more likely that Openreach are refusing the order. I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Broadband Switch Failing / Landline Number

Tom-W19 — Tue, 01 Apr 2025 08:10:45 GMT

Thanks for escalating. We've sent an invite to @user74194345.

Re: Broadband Switch Failing / Landline Number

user74194345 — Tue, 01 Apr 2025 16:25:23 GMT

Thanks for the replies.

I've tried to reply to the private message but get the following error:

None of the users have PM enabled. Message will not be sent.

Re: Broadband Switch Failing / Landline Number

Mr+Flibbles+86 — Thu, 03 Apr 2025 07:07:22 GMT

Hi, you don't need to send a PM, if you can see the speech bubble you just select it to start the chat

Re: Broadband Switch Failing / Landline Number

user74194345 — Thu, 03 Apr 2025 09:44:45 GMT

Thanks for the reply. The speech bubble seems to open a generic chat window with a bot.

I had tried to click on the reply option to the direct message I had been sent by Tom-W19.

However, in the meantime, BT rang back and seem confident they can sort the issue so have gone with their offer.

Thanks again.